/n About the Role /n We are seeking expressions of interest for a Dispute Resolution Manager to lead our Early Resolution teams. /n /n As the Dispute Resolution Manager, you will provide leadership, operational oversight and direction to the team, ensuring high performance in complaint management and customer service. /n /n You will be responsible for managing team performance, case flow, capability development and continuous improvement, while supporting the delivery of fair, timely and effective dispute resolution services. /n /n The Dispute Resolution Manager, Early Resolution will also be accountable for ensuring new complaints are directed to the appropriate pathway and implementing effective triage processes, including early intervention for priority matters and escalation support. /n /n Key Accountabilities /n /n

- Lead the day-to-day operations of the Early Resolution teams, ensuring resources and workloads are effectively managed.

/n

- Lead, coach and develop team members to support high performance, accountability and engagement.

/n

- Monitor case flow and operational performance to ensure service and quality standards are met.

/n

- Oversee the triage and allocation of new complaints, including early intervention for priority matters and appropriate escalation.

/n

- Provide advice and support on complex,



sensitive and escalated complaints.

/n

- Use case data and workforce insights to support operational planning and decision-making.

/n

- Identify systemic issues and opportunities to improve complaint management processes and customer outcomes.

/n

- Support recruitment, training and the ongoing development of team members.

/n

- Build effective relationships with internal and external stakeholders.

/n

- Contribute to business planning, organisational change and continuous improvement initiatives.

/n /n /n How to Apply /n For more information about the role, please see the position description. /n /n You can submit your application via the internal career portal by attaching a current resume and cover letter outlining why you are interested in the role, and how your skills and experience make you a robust candidate for the role. /n /n The recruitment process will include: /n /n

- review of your application

/n

- interview with relevant department panel

/n

- profiling questionnaire on your preferred behavioural style at work

/n

- review of your performance development plan.

/n /n /n Applications close 5 October 2026. /n /n If you have any questions about this opportunity, please contact Rosa Krilic, Deputy Ombudsman. /n

📌 Dispute Resolution Manager, Early Resolution (Sydney)
🏢 EWON
📍 Sydney